Customer Service manager

CURRICULUM-VITAE

Iqbal Singh

Cell no:- 647-***-****

*********@*****.***

** **** ********

Brampton, L6R2R3, ON, Canada

OBJCTIVE:-

To give my best for my team helping an organization to achieve its milestones/objectives by providing best customer service focusing on Service levels and quality standards.

EXPERIENCE

I am currently working with Tata Consultancy Services Ltd as Assistant Consultant since August 2008, with total IT and Customer Support work experience of 8 years. Prior to TCS, I worked with Dell International Services Ltd as Technical Support Supervisor/Coach for 3 years and 4 months. My main area of expertise has been Infrastructure Support focusing on Service levels, Quality standards and user Satisfaction.

ITIL V3 Foundation Certified

Tool Used :- BMC Remedy, CA Unicenter, Dell-Serve

Roles: - Service Desk/NOC/Incident Manager/Customer Service Manager

Process: Volkswagen (Blakelands and Whymbush , UK)

Tenure: August, 2008 till date

Work Details:- Team is providing required support(Hardware/Software and Applications) to retailers all over United Kingdom and corporate users(Office based and Field based) to ensure their calls are handled and resolution is provided on time including touch services where ever required.

Change Management Co- ordination:- I am responsible to join Change Advisory Board meetings on weekly basis to give my inputs for changes and to have visibility about all approvals for changes and outages are approved by all stakeholders and communicating the same to application Spocs.

Problem management: - Provide required Incident reports to Problem Manager about re-occurring incidents or where underlying root cause is not identified.

Retailers: - 10,000 and corporate users: - 1500

Roles and Responsibilities:-

1. Direct, manage and motivate a team of highly qualified technicians

2. Tracking tickets for SLA (Service level) for all teams and ensuring team takes ownership of every ticket/incident.

3. Team Management, preparing roster and other daily activities

4. Managing co-ordination between Onshore and offshore teams

5. Managing Communication with Client for reports and further requirements

6. Avaya Reporting on Total Number of calls received/Number of calls abandoned,

7. Metric reporting on First Time Fix, AHT, % of Re-opened tickets, CSI scores

8. Handling escalations and required training for new and existing staff

9. Ensuring adherence to Incident Management Process

10. Analysis of open Incidents and Identify Problem Tickets

11. Managing High Priority/Major Incident process and communication

• Organization: - Dell International Services Ltd

Designation: Supervisor (Technical Support Coach) April 2005 – August 2008

Achievements at Dell: Supervisor of the quarter award

Profile: Worked as Supervisor in operations to manage team of 15 agents to provide sales and technical support for Desktops, Notebooks and printers.

Responsibilities and Reports:-

1. Team responsible for Handling and logging incoming calls from customers and ensuring timely response

2. Assist in resolution of issues during warranty phase

3. Coordinate and manage technician site visits for touch services

4. Direct, manage and motivate a team of highly qualified technicians

5. Preparing productivity report( Total login time, Auxes, Avail time, No of calls)

6. Total No. of Sales and Total revenue

7. Publishing CE/XPR/FTR reports for the team

8. Documented feedback for low performance agents on daily basis

9. Taking required trainings for new products and ensure knowledge base article are updated

10. Identifying opportunities for process improvements that contribute to the achievement of business metric goals.

• Organization : - IBM Daksh BTO Services LTD.

Designation: Senior Officer

Process: HP Compaq, HP Printers/scanner/Digital cameras

Profile: Was working as Senior Technical support executive to provide sales and hardware support for HP Compaq and Digital Imaging.

1. Handle and log incoming calls from customers, ensuring timely response

2. Assist in resolution of issues during warranty phase

3. Coordinate and manage technician site visits for touch services

4. Consistently working towards achieving high FTR and CSS metrics

5. Proactively pitching for sales of new software’s, hardware upgrades and extended warranty

• Organization: - HFCL CONNECT LTD.

Designation: Customer Support Executive

Process: Telecommunication and ISP

Profile: I was working as Customer support executive to provide sales and technical support for billing, faults and DSL broadband connections.

Achievement: Achieved “Agent of month” award so many times.

1. Handle and log incoming calls from customers, ensuring timely response

2. Providing required assistant and troubleshooting for online

3. Coordinate and manage technician site visits for touch services

4. Consistently working towards achieving high FTR and CSS metrics ensuring 100% accurate case logging.

EDUCATIONAL QUALIFICATION

1. M.Sc.IT from Govt College , Sec 11 affiliated to Panjab University Chandigarh.

2. B.C.A from Mata Gujri College, Fatehgarh Sahib.

Regards

Iqbal Singh

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